Supervise and lead a team to ensure peak performance and compliance with established policies and procedures.
- Offer guidance, coaching, and support to team members to elevate their skills and performance levels.
- Cultivate a positive and collaborative team culture, promoting open communication and teamwork.
- Guarantee that client interactions meet quality standards and align with company guidelines.
- Conduct routine quality assessments and deliver constructive feedback to team members for ongoing improvement.
- Identify training requirements and collaborate with the training team to address skill gaps.
- Continuously provide coaching and support for skill enhancement and career development.
**Success Criteria**
An individual with strong leadership, communication, and problem-solving skills, as well as industry knowledge and a proven track record in managing teams. Someone who is adaptable, empathetic, and focused on continuous improvement, with a history of ethical conduct and previous leadership experience in a call center setting.
**Qualifications**
- Excellent written and verbal communication skills.
- Strong organizational and multitasking abilities.
- Demonstrated experience in overseeing remote teams.
- Capability to manage sensitive information discreetly.
- Creative and strategic thinking aptitude.
- Adaptability to evolving trends and algorithms.
- Effective organizational and time management expertise.
- Prior experience in remote work is preferred.
- Backup Wifi
**Job Duties and Responsibilities**
- Oversee and coordinate the daily operations of agents, including strategic resource planning and the implementation of call center strategies.
- Demonstrate strong leadership, effective people management, and provide administrative support.
- Train, coach, monitor, support, inspire, and enforce discipline among team members.
- Develop daily/weekly/monthly performance action plans addressing quality, and other performance metrics.
- Offer regular feedback and coaching based on statistical or historical data, as well as qualitative information and problem identification.
- Generate appropriate documentation to address behavioral or performance-related issues/opportunities for team members and ensure corrective action is taken. Monitor team results against targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD), and/or project-to-date basis.
- Stay updated on internal work processes, policies, and procedures, attending required manager development training.
- Keep employee attrition and absenteeism within controllable limits.
- Uphold company core values and culture.
Pay: From $18,500.00 per month
**Experience**:
- Bilingual Team Lead: 1 year (required)
- Bilingual Customer Service: 1 year (required)
- Call Center: 5 years (required)
**Language**:
- English fluently (required)